International Research Journal of Engineering and Technology (IRJET)
e-ISSN: 2395-0056
Volume: 13 Issue: 03 | Mar 2026
p-ISSN: 2395-0072
www.irjet.net
Community Complaint Management System Ayesha Mir1, Iffat Shaikh2, Maria Shaikh3, Tanzeem Shaikh4 Ayesha-Iffat-Maria-Tanzeem Department of Information Technology Project Guide & HOD I/C HOD IF, Lecturer IF, MHSSP Department of Information Technology M. H. Saboo Siddik Polytechnic, India ---------------------------------------------------------------------***---------------------------------------------------------------------
Abstract - In the digital era, many residential societies,
development and MySQL for scalable deployment as database systems. The CCMS incorporates essential features such as secure user authentication, role-based access control, complaint categorization, status tracking, and automated email notifications to improve efficiency and transparency in grievance management.
colleges, and municipal bodies still rely on manual methods such as registers, phone calls, and emails to handle complaints, leading to delays and lack of transparency. This paper presents the Community Complaint Management System (CCMS), a web-based application developed using Python Flask and SQLite/MySQL. The system allows users to register, log in, and submit complaints under different categories, while administrators can manage complaints, assign them to departments, and update their status with email notifications. The proposed system improves efficiency, transparency, and accountability in community grievance management.
2. BASIC CONCEPTS OF CCMS The core concept of the Community Complaint Management System is based on digitalizing and centralizing the complaint management process to ensure transparency, accountability, and efficient communication between users and administrators.
Key Words: Complaint Management, Python Flask, Web Application, E-Governance, Automation
A. Complaint Registration and Tracking
1. INTRODUCTION
The system enables community members to register complaints through an online interface. Users can log in to the system and submit complaints by selecting the appropriate category, providing a description of the issue, and optionally attaching supporting information. Each complaint is stored in the database and assigned a status such as Pending, In Progress, or Resolved, allowing users to track the progress of their submissions.
A. Definition The cornerstone of a functional community, whether a small residential society or a large municipality, is the efficient resolution of its members' grievances. Traditional complaint management mechanisms, however, are often plagued by significant shortcomings. Manual processes involving paper registers are prone to data loss, physical damage, and retrieval difficulties. Verbal or telephonic complaints often lack proper documentation, making it difficult to track the progress or status of an issue. As a result, these limitations frequently lead to delayed responses, unresolved problems, and dissatisfaction among community members.
B. Administrative Management and Notification The administrative module allows authorized personnel to view, categorize, and manage all submitted complaints through a centralized dashboard. Administrators can update complaint statuses, assign them to the appropriate departments, and send automated email notifications to inform users about the progress of their complaints. This structured management system ensures that grievances are addressed efficiently and transparently.
To address these systemic issues, the Community Complaint Management System (CCMS) is proposed as a digital solution that provides a centralized platform for grievance handling. The system aims to create a seamless bridge between community members and administrators. Through this platform, users can submit complaints online from any location and monitor their status in real time. Administrators, on the other hand, gain a structured interface to manage incoming complaints, categorize them, and ensure they are addressed promptly by the relevant departments.
3. THE GENESIS AND ORIGIN OF CCMS The origin of the Community Complaint Management System (CCMS) stems from the growing need to modernize complaint handling processes within small and mediumsized communities such as residential societies, colleges, and hostels. Traditional systems rely heavily on manual registers, phone calls, and informal communication channels, which often result in inefficiencies and lack of accountability.
The system leverages modern web technologies to implement this functionality. It utilizes Python’s Flask framework for backend logic, along with SQLite for
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The development of CCMS was motivated by the need to replace these outdated methods with a centralized digital platform that ensures transparency, efficient
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